ITIL® 4 Specialist: Drive Stakeholder Value
Czas trwania szkolenia:3 dni (24h)
Kod kursu:HU0C3S
Poziom zaawansowania:
Dostępne terminy
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W cenie otrzymasz:
- Materiały szkoleniowe
- Certyfikat ukończenia szkolenia
- W przypadku szkolenia w trybie stacjonarnym zapewnimy Ci również lunch oraz sprzęt niezbędny do nauki
Dla kogo?
- Senior IT leaders and executives
- Managers, supervisory staff and team leaders
- IT professionals who require a deeper understanding of ITIL 4 publications, and how ITIL 4 concepts and activities can be implemented to enhance the quality of IT service management within an organization
- IT professionals working in roles associated with a service-based business model
- IT architects, IT planners, IT consultants, IT audit managers, IT security managers, IT developers and operational support staff
- Service management professionals and ITSM trainers interested in achieving the Managing Professional designation in the new ITIL 4 framework
Wymagania
- Candidates must currently hold the ITIL 4 Foundation certificate before registering for this course.
Zalety
- IDC MarketScape leader 7 years running for IT education and training
- Recognized by IDC for leading with global coverage, unmatched technical expertise, and targeted education consulting services
- Key partnerships with industry leaders OpenStack®, VMware®, Linux®, Microsoft®, ITIL, PMI, CSA, and SUSE
- Complete continuum of training delivery options—self-paced eLearning, custom education consulting, traditional classroom, video on-demand instruction, live virtual instructor-led with hands-on lab, dedicated onsite training
- Simplified purchase option with HPE Training Credits
Cele szkolenia
- This course prepares candidates for the ITIL 4 Specialist: Drive Stakeholder Value formal examination
- Understand how customer journeys are designed
- Know how to target markets and stakeholders
- Know how to foster stakeholder relationships
- Know how to shape demand and define service offerings
- Know how to align expectations and agree details of services
- Know how to onboard and offboard customers and users
- Know how to act together to ensure continual value co-creation (service consumption/provisioning)
- Know how to realize and validate service value
Program
Module 0: Course Overview
Module 1: Introduction
Module 2: Understand How Customer Journeys are Designed
- Understand the concept of the customer journey
- Understand the ways to design and improve customer journeys
Module 3: Know How to Target Markets and Stakeholders
- Understand the characteristics of markets
- Understand marketing activities and techniques
- Know how to describe customer needs and the internal and external factors that affect these
- Know how to identify service providers and explain their value propositions
Module 4: Know How to Foster Stakeholder Relationships
- Understand the concepts of mutual readiness and maturity
- Understand the different supplier and partner relationship types, and how these are managed
- Know how to develop customer relationships
- Know how to analyze customer needs
- Know how to use communication and collaboration activities and techniques
- Know how the Relationship Management practice can be applied to enable and foster relationships
- Know how the Supplier Management practice can be applied to enable and contribute to supplier and partner management
Module 5: Know How to Shape Demand and Define Service Offerings
- Understand methods for designing digital service experiences based on value-driven, data-driven and user-centered service design
- Understand approaches for selling and obtaining service offerings
- Know how to capture, influence and manage demand and opportunities
- Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
- Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design
Module 6: Know How to Align Expectations and Agree Details of Services
- Know how to plan for value co-creation
- Know how to negotiate and agree service utility, warranty and experience
- Know how the Service Level Management practice can be applied to enable and contribute to service expectation management
Module 7: Know How to Onboard and Offboard Customers and Users
- Understand key transition, onboarding and offboarding activities
- Understand the ways of relating with users and fostering user relationships
- Understand how users are authorized and entitled to services
- Understand different approaches to mutual elevation of customer, user and service provider capabilities
- Know how to prepare onboarding and offboarding plans
- Know how to develop user engagement and delivery channels
- Know how the Service Catalogue Management practice can be applied to enable and contribute to offering user services
- Know how the Service Desk practice can be applied to enable and contribute to user engagement
Module 8: Know How to Act Together to Ensure Continual Value Co-Creation (Service Consumption/Provisioning)
- Understand how users can request services
- Understand methods for triaging user requests
- Understand the concept of user communities
- Understand methods for encouraging and managing customer and user feedback
- Know how to foster a service mindset (attitude, behavior and culture)
- Know how to use different approaches to provision user services
- Know how to seize and deal with customer and user ‘moments of truth’
- Know how the Service Request Management practice can be applied to enable and contribute to service usage
Module 9: Know How to Realize and Validate Service Value
- Understand methods for measuring service usage and customer and user experience and satisfaction
- Understand methods to track and monitor service value(outcome, risk, cost and resources)
- Understand different types of reporting of service outcome and performance
- Understand charging mechanisms
- Know how to validate service value
- Know how to evaluate and improve the customer journey
- Know how the Portfolio Management practice can be applied to enable and contribute to service value realization
